IVR Node: Route to Team

The Route to team node (RouteToTeam) hands the call to an entire team instead of a single person, applying a dial strategy. Only team members with a provisioned SIP extension actually ring.

Requirements

• A team created under Teams, with at least one member whose calling extension is provisioned (Settings → Users/Extensions).
• With no members having an active extension, the call never rings and goes straight to the no-answer edge.

Configuration

• Team: which team to transfer to.
• Dial strategy:
  • Ring all: every member's phone rings at once, whoever picks up first gets the call.
  • Round robin: each call goes to the next member in rotation.
  • First available: rings the first member with an active extension.
• Timeout (seconds) and Edge name when nobody answers: where to jump if nobody picks up in time.
• Also hand the chat over to the agent/team that picks up: on by default — the customer's conversation gets reassigned to the team once someone answers.

Example

An IVR routes to team "Support Tier 1" with strategy Round robin, a 30-second timeout, and the no-answer edge pointing to a Voicemail node. Load spreads evenly across support agents and nobody waits forever.

Tips

• Use Round robin to spread load evenly; Ring all for faster pickup when call volume is low.
• Periodically check that team members have a provisioned extension — a team with no provisioned extensions always falls to no-answer.

Troubleshooting

If the call never rings any phone, confirm at least one team member has an active, provisioned SIP extension. "First available" currently just picks the first provisioned member (it doesn't check real-time busy/online status); if that user doesn't answer, the no-answer edge takes over.